All our products are fully checked & tested before we sends out, but in the unlikely event of any faulty or damaged item(s) then please refer to our policy below.

Custom-cut grass or custom-cut underlays can not be returned unless there is a defect in the product. If you receive a product from ARTTRA Grass aka Artificial Grass Trader and seem to be a faulty item, then you are adviced to please inform our customer service team within 24 hours of delivery by email. The email address to contact us is info@artificialgrasstrader.co.uk

Should we accept your return we will inform you of the possible lead time and arrange a refund or replacement product(s) within the agreed time. When we receive an unwanted item(s), we will deduct a 5% admin fee (Unless on Faulty Items).

If your refund request is accepted by us then you must return the item(s) back to us within 7 working days of our date of us confirming approval to issue a refund. You must return the 'Customer Return Form' that we would have sent to you either via email when you requested a refund/return.

Unwanted Item(s)

Full grass rolls (which is 4m x 25m) can be returned for a full refund minus the delivery charge when deliveredd to you. Please note that custom-cut grass or underlays can not be returned unless they are faulty. If you return any item(s) after the 7 day period, it will be void and you will not receive a refund/exchange. Refunds will be made to the same account that you used to purchase the item.

PLEASE BE AWARE THAT WE MAY TAKE LEGAL ACTION AGAINST ANYONE THAT DELIBERATELY DAMAGES ANY OF OUR PRODUCTS IN ORDER TO RECEIVE A REFUND/EXCHANGE.

Cancellation of Order

Distant Selling Regulations 2000 says that you are entitled to cancel your order within 7 days for a full refund.

Any amends to orders must be made within 2 hours of placing the order. Any requests for amendments after 2 hours of placing your order will not be accepted and may incur a small admin fee.

You shall be responsible for the shipping costs incurred in returning your unwanted item(s) unless it is a damaged item in which case we shall be responsible for the delivery charge. Before returning your faulty or damaged product(s) to us please ensure that you sufficiently package the product(s) using similar packaging to the product(s) you received with a completed 'Customer Return Form'.